Archived articles appear in explore but not Guide admin for an agent
We noticed that when a number of agents try to find archived articles in Zendesk Guide admin, they cannot access the archive. We recently created a dashboard with one of the tabs being a report to allow us to search thru the archive. These same agents can get the results of the search and see the archived articles.
1) Why was this implemented so differently in Guide Admin vs Explore?
2) Isn't that considered a permissions issue as we were told only Guide Admins can see the archive?
Thanks for your feedback.
This is correct, as per the following documentation. The role must be Guide = Admin:
Viewing and restoring archived articles
The results from Explore are expected, as both products are not related in relation to the role. In explore you can consult the data, however, they will not be able to restore it. Only an authorized Guide Admin can action archive tickets.
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